Journey Builder Overview

Journey Builder lets you create personalised supporter journeys that respond to what people actually do.

Build multiple pathways within a campaign, combine automated communications with manual stewardship tasks, and move supporters through different experiences based on their behaviour.

Use Journey Builder to:

A campaign journey is made up of one or more pathways.

Each pathway is a sequence of steps designed around a particular supporter behaviour, stage or outcome.

For example, one pathway might nurture a new lead towards registration, while another welcomes registered supporters and helps them begin fundraising.

Pathways can work together, allowing supporters to move automatically from one sequence to another as their relationship with your campaign changes.

Every pathway begins with a trigger.

The trigger defines when a supporter should enter the pathway.

Triggers can respond to events such as:

You can also add exclusions to prevent certain audience groups from entering the pathway.

See our Journey Triggers guide for the full list of available triggers and how to configure them.

Once the trigger is set, use the visual canvas to add nodes and build the supporter experience. Nodes can be dragged into the pathway and connected together to create anything from a simple sequence to a complex behavioural journey.

Delays – Control when the next step happens by waiting for a set amount of time, a specific date or a dynamic date linked to the supporter or campaign. Use delays to make sure communications and actions happen at the right moment.

Conditions – Branch supporters into different experiences based on their behaviour, data or timing. For example, send different messages depending on whether someone has started fundraising or reached a particular milestone.

Quick Actions – Automate actions behind the scenes without sending a communication. Use them to add or remove tags, update records or move supporters between pathways as their journey changes.

Split Tests – Divide supporters between different branches to compare messaging, timing or journey approaches and understand what performs best.

Journey Builder brings your supporter communication channels together in one place.

Add touchpoints such as:

This allows you to choose the right channel for each moment in the journey rather than treating every supporter in the same way.

For example, you might use email for detailed campaign information, WhatsApp for timely encouragement and a Phone Call task when a high-value supporter would benefit from personal contact.

See our individual Email, SMS, WhatsApp and Task guides for channel-specific setup and functionality.

Conditions allow the journey to respond to supporter behaviour instead of simply sending everyone the same sequence.

For example, you could:

This makes it possible to build journeys that feel timely and relevant while still operating at scale.

Email, SMS and WhatsApp touchpoints can use Merge Fields to automatically include information specific to the supporter or campaign.

This can include things like:

This allows a single touchpoint to produce a different, personalised message for every supporter who receives it.

See our Merge Fields guide for more information.

One of the most powerful parts of Journey Builder is the ability to move supporters between pathways automatically.

Example:

A supporter might first enter a lead cultivation pathway after submitting a Facebook Lead Form.

Once they register, Journey Builder can remove them from that pathway and move them into a registration or fundraising pathway automatically.

This allows you to build separate sequences for different stages of the supporter relationship while keeping the overall experience connected.

Pathways and communication touchpoints can be saved and reused as templates.

This makes it easier to repeat successful journey structures across campaigns while still adapting them for the new audience or event.

Templates can help your team reduce repetitive setup and maintain consistent supporter experiences.

See our Pathway Templates and communication template guides for more information.

Journey Builder includes a health checker to highlight nodes that may need attention before a pathway goes live.

This can help identify issues such as Merge Fields that are not available in the current campaign.

Before publishing, review your triggers, exclusions, conditions and key touchpoints to make sure supporters will move through the journey as intended.

Once your pathway is ready, select Publish to make it live and begin moving supporters through the journey.

Some changes to a live pathway require it to be paused before editing. Social Sync will let you know when this is required.

After making your changes, remember to restart the pathway so supporters can continue moving through it.

Journey Builder gives you visibility into how different parts of the journey are performing.

Depending on the touchpoint, you can review information such as:

You can also open individual node logs for more detailed information.

Use these insights to understand which journeys and messages are working and continue improving the supporter experience over time.

Supporters do not all behave in the same way, so their journeys do not need to be the same either.

Journey Builder gives you the flexibility to combine automation, personalisation, multiple channels and human stewardship into one connected experience.

Build the right journey for each supporter, respond to what they do and deliver personalised stewardship at scale.